Manage agent abilities and governance

Abilities are focused capabilities

Open an agent from My Agents, then select Abilities in the agent settings navigation. The panel marks this area BETA. Abilities are focused capabilities that extend a configured workflow; they do not replace the workflow or give the agent unrestricted access to every workspace action.

Enable only the abilities that match the customer experience you intend to support. If an ability needs a channel, catalog, service, calendar, or another workspace setting, the panel can show that requirement as part of readiness.

Review the safety boundary

Before enabling an ability, consider:

• What customer event should make it relevant?
• What information must be confirmed first?
• Should a teammate approve the action before it continues?
• What should happen if the customer changes their mind or a human takes over?
• Which channel and business settings must be active?

The panel may show an ability as available, disabled, or requiring setup. Treat a missing requirement as a real boundary. Do not publish an ability that depends on a channel or business rule you have not configured.

Add human checkpoints in Governance

Select Governance to choose where the agent should wait for a person before continuing. Governance is useful for actions involving cost, commitments, approvals, sensitive decisions, or a handoff to a teammate.

The governance view is tied to the selected workflow. If no workflow is assigned, the panel asks you to assign one first. If step details are not available for a workflow, the panel can show that checkpoints are not configurable yet. This is a product state, not a setting you can bypass by adding a hidden rule.

Examples of clear approval points include:

• approval before checkout or another purchase commitment;
• approval before confirming an appointment;
• approval for actions above a value threshold; and
• a handoff when the customer needs a person.

Use the exact checkpoints shown for your agent. Availability may change with the workflow and workspace plan.

Publish changes deliberately

Ability and governance edits normally update the agent’s draft. The live agent keeps its current behavior until you open Unpublished changes, review the list, and select Review & Publish. Publishing changes the live configuration; it does not automatically activate an agent that is turned off.

If the live agent is already handling conversations, review the change carefully before publishing. If the new setup is not ready, select Discard Changes when the panel allows it. The draft returns to the live baseline.

Review outcomes in Agent Notifications

After publishing, use Agent Notifications to review approval requests and agent tasks that need a decision. You can read Review AI activity, approvals, and tasks for the available tabs and actions.

For the broader lifecycle, see Review agent readiness and Publish and activate an agent.